Advisor

Queensland Government; Brisbane; On-site; AUD 80,000 - 100,000; Full time

Job summary

Queensland Government is seeking an Advisor to support complaints management and operational improvement for clients and the community in Brisbane. The role involves handling complaints and enquiries, advising on NDIS concerns, and contributing to policy and procedure development.

The position requires staying informed on current matters, analytical thinking, problem solving, and coordinating workflow to drive better outcomes for clients and stakeholders.

Qualifications

• Experience in complaints management.
• Ability to assess and respond to concerns and enquiries.
• Knowledge of NDIS-related concerns and legislative issues.

Responsibilities

• Contribute to implementing operational processes to support a culture that welcomes complaints from clients and the community.
• Review, assess and manage complaints and enquiries to identify opportunities for continuous improvement.
• Liaise with clients about complaints and provide authoritative advice on complaint matters including NDIS concerns.

Skills

Analytical thinking

Problem solving

Stakeholder engagement

Workflow coordination

Job description

As an Advisor you will:Contribute to the implementation of operational processes that maintain and support a culture that:welcomes concerns from clients, their families, advocates and the general communityupholds the rights of stakeholders involved in the department's systemsvalues and strives for best practice and continuous improvement in dealing with complaints.Review, assess and manage concerns and enquiries received by the department and make recommendations to management identifying evidence-based opportunities for continuous improvement and quality individual and systemic outcomes for the department and its clients.Liaise and communicate with the department's clients about complaints and provide authoritative advice to clients about their complaint matters including NDIS concerns.Assess and manage complaints and enquiries about the application of the GHAD Act.Research legislative and administrative issues, provide advice to management on policy and operational issues about complaints management, and contribute to the development of appropriate policies, procedures, guidelines and information sheets.Receive supervision and mentoring from senior staff regarding complaints management practices with a view to fostering and maintaining a culture and philosophy which welcomes complaints and enquires from all stakeholders, upholds the principles of the department and natural justice.Contribute to the preparation of quantitative and qualitative reports regarding unit strategies and activities and provide advice to management on a range of complaints and investigation issues.Your ability to stay informed of current matters, analyse information, influence, problem solve, and co-ordinate workflow is essential to your success in this role.Your mandatory requirementsNational Disability Worker Screening Clearance is a mandatory requirement for this role. The successful applicant will be supported to obtain this if they do not have a current clearance.People with lived experience of disability are strongly encouraged to apply.Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.